Technical Support Center Manager

Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Why Join Us?

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

Become a maker of possible with us!

As a Technical Support Center Manager, you will be integrated with a diverse group of leaders across a multi-functional department focused in building and delivering the next level of our technical customer service experience. The Technical Support Center Manager’s responsibilities can generally be categorized into two separate functions which are Technical Account Management and Operations Management.

Responsibilities:

Owns strategic customer oversight and leadership direction within the Customer Service function

Review and own customer satisfaction metrics as it relates to regionally aligned accounts, INR (Issue not Resolved), CES (Customer Efficiency Score) and OSAT (Overall Customer Satisfaction)

Participate and present Service Metrics in a QBR as it relates to account performance

Key member of the extended account management team including professional services, customer success team, sales, and field service

Lead escalation management activities and coordinate cross-collaboration with a global team to ensure customer satisfaction

Communicate regular status of customer and product issues to Internal and External clients for escalated events

Present technical root cause analysis or failure investigations

Available on an as need basis to investigate and manage escalated customer issues around the clock, including weekends and holidays

Manage accounts headquartered within the manager’s region along with assigned national accounts

Technical Operations Management Duties

Owns strategic oversight and leadership direction within the customer service function

Manage assigned team, including new hire process, promotion of team members, performance management, adherence and address personal employee concerns

Develops processes and procedures to implement functional Service and Support strategies including applying expertise to increase / improve employee efficiency by providing best practice guidance

Assesses training needs and ensures all agents are properly trained to support respective product including conducting individual coaching, and professional development as it relates to the customer experience

Assesses current workflow, providing options and tool sets to recommend and identify areas of improvement and drive for optimization of current or implementation of new or more suitable tools

Evaluates current resource needs and forecast to ensure adequate supply of candidates that meet current and emerging business needs

Establishes and communicates processes and goals, reviewing reported results and KPIs to improve productivity, highlight deficiencies, and drive changes in tool, training, process reporting and employee engagement through the development of strategies to further team success

Motivates a team of technical service representatives, coordinators and supervisors through the creation and implementation of performance coaching, feedback, development planning, retention and incentive programs

Review customer satisfaction metrics as it relates employee performance, INR (Issue not Resolved), CES (Customer Efficiency Score) and OSAT (Overall Customer Satisfaction)

Own Service Level metrics which includes Speed of answer, abandonment rate and RONA

Maintain strong working knowledge of new and existing Pyxis releases / products

Requirements

Bachelor’s degree required in account management or operations management.

Bachelor’s degree in a technical field required. Master’s Degree, a plus.

A minimum 5 years proven management experience technical support center

Proven leadership experience in Application/Technical Support Center or a technical environment with an ability to delegate, motivate and train large complex teams

Flexibility managing shift coverage in a 24x7x365 on-call operation

Some travel required, typically 5-10%

Proficient with Microsoft Office products including: Outlook, Word, Excel, and PowerPoint

Proven project management and multitasking skills

Must be flexible in working hours and be available for on-call customer operations support.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

Click on apply if this sounds like you!

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

To learn more about BD visit: https://bd.com/careers

Required Skills

Optional Skills

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Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi
Additional Locations

Work Shift